Category: Customer Self Service

Voice biometrics just might be the next great hope in securing data and other content. But as people use their mobile devices for more and more, embedding speech biometrics on these devices becomes more important

Allyson Boudousquie, VP of Market & Product Strategy at Convergys (which has since been acquired by Concentrix), discusses the impact of millennials on contact center technology and practice in this clip from SpeechTEK 2018.

Ulster University Professor Michael McTear identifies key resources for chatbot design best practices as well as tools and frameworks for building voice-user interfaces in this clip from SpeechTEK 2018.

AWS Head of Product, Language Tech Vikram Anzabhagan outlines 4 essential strategies for leveraging technology to make contact center interactions more personal, conversational, agile, and engaging in this clip from his SpeechTEK 2018 keynote.

Fiserv, Inc., a global provider of financial services technology solutions, has been recognized for the Most Creative Application of Voice Technology in the PYMNTS.com 2018 Voice Challenge with Amazon Alexa.

New data released from Helpshift looked at what Americans most dread about the customer support experience, how it could be improved, and which industries have the most room for improvement (spoiler alert: it's telecoms). The survey also asked Americans which AI technologies they like and which they find creepy or annoying.

Research companies across the globe are starting to look at new ways to keep their respondents engaged in their surveys and chatbots are looking to bridge this gap by changing the way surveys are taken by introducing a conversational approach to surveys.

Progress, a provider of application development and deployment technologies, announced the availability of Progress NativeChat, the artificial intelligence-driven platform for creating and deploying chatbots.

Orderscape.com, an order automation and voice technology software company, announced a full-menu ordering certification by Amazon for Fazoli's restaurants. Fazoli's customers can now order meals via natural language processing as an Alexa skill at some locations.

According to Gartner, 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020 -- up from less than 2% in 2017. More than half of organizations have already invested in VCAs for customer service as they realize the advantages of automated self-service.